Engineer, VAS Voice Operations - MTN

The position will provide technical voice excellence solution design, testing and migration. The Voice engineer will drive continuous process improvement plans and analysis. The role will identify performance measures to increase network efficiencies.

Key Performance Areas: Core, essential responsibilities/outputs of the position (KPA's)

The Engineer voice operations will be accountable to achieve the following objectives:

• Define the design solution to be implemented to interconnect an Operator (IP, SIP and SS7 links)
• Coordinate the configuration activities of onboarding customers

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• Coordinate the service testing before migration and GO live
• Coordinate the pre-migration and the CDR reconciliation 
• Coordinate the troubleshooting by engaging all parties (Dot Net, Yelloconnect, Roaming hub);
• Manage and ensure Voice service quality and customer satisfaction; 
• Analyze performance measurement & statistics to improve network efficiencies and identify potential issues. 
• Manage the performance of the Managed Services provider and follow up on governance meeting.
• Update and Optimize the voice service processes and procedure in place; 
• Support technical discussion with opco’s and interconnect partners
• Leading all operational aspects of managed services by ensuring stable, robust and scalable operational processes to support delivery models 
• Ensure and monitor that processes are in place to pro-actively protect consistent service quality to meet contract expectations through acceptable controls and service procedures in line with agreed upon process and standards
• Coordinate with the different areas of the company for the procurement, implementation and monitoring of network services, especially with global carrier services and closely manage the delivery of products and services with strict financial controls
• Lead a team of global experts and virtual teams around the world that are tasked to identify strategic partners for delivery of new products and services that can be implemented across MTN OpCos and to monitor performance delivery on MTN fixed infrastructure assets
• Manage overall product lifecycle for managed network global products
• Interface with OpCo presales and design and with the wholesale solutioning team in support of large or strategic opportunities, especially in the definition of SLAs to be provided 
• Define SLAs and customer-specific reporting of this service, both internal (OpCos) and external end customers
• Produce documentation of service: marketing manuals, annexes to contracts (Service Description, Manual of Operations, Pricing, Terms of Service), training documentation and business presentations
• Define and update the existing installed base of networks & products across MTN Group as part of a product catalogue, including a central wholesale pricing repository and back to back SLAs
• Creating and implementing standardized processes within the business unit and improving on existing methodologies, including departmental structures and organizational improvements
• Mentor technical experts and subordinate business units on the wholesale and international fixed connectivity network set-up and requirements
• Coordinate and schedule resources for service requests, within the wholesale team and across OpCos when required
• Be the key contact for key customers as the managed services expert and service assurance lead
• Support in the review and management of the customer service requests to ensure all they are correctly prioritized, scheduled and moved through the system as desired
• Set team goals in alignment with MTN GlobalConnect objectives and assist direct reports in the definition and attainment of individual goals

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• Ensure that direct reports have the resources, information, and processes necessary to deliver effective and timely technical solutions to our customers
• Develop and maintain support procedures and policies

Role Deliverables

• Drive growth and maintain the quality of the services
• International SLA set-up coordination and management
• Tracking and monitoring of end-to-end service delivery and assurance across wholesale and fixed infrastructure service
• Remote management and coordination of operational resources

Role Dependencies

• YelloConnect network governance 

Job Requirements (Education, Experience and Competencies)

Education: 

• BA or BS degree (preferably in Engineering or Computer Science) (essential) 
• Fluent in English and language of country preferable 

Experience: 

• Minimum of 3 years’ experience in a area of specialization (in the managed services space). 
• 3+ years’ experience preferably within the international infrastructure wholesales business 
• Experience working in a medium organization 

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Competencies: 

• Detailed knowledge on the international telecommunication infrastructure industry in regard to latest industry trends and competitive landscape within the MTN footprint  
• Strong understanding of managed networks  
• Effectively manage processes and solutions to maximize efficient work within the business unit 
• Desire to provide inputs for new product development and management 
• High communication and presentation skills to efficiently manage partners, customers an colleagues within MTN GlobalConnect business units  
• Strong analytical skills to be able to execute market analysis, competitor landscape reports and customer monitoring 
• Understanding the connectivity infrastructure wholesales landscape with a focus of emerging markets 
• Work proactively across multiple cultures and languages within the MTN footprint countries 
• Strong computer literacy 

Head  

• Manages the alignment and execution of tactical activities 
• Assists in solving business challenges but looks to others for advice and guidance 
• Executes on innovative commercial practices and identifies areas for continuous improvement 

Heart  

• Role models ethical practices by living the MTN values and vital behaviours for others to follow 
• Is self-aware and supports team capability development through opportunity creation for realising potential 
• Builds relationships with customers and teams to uphold the MTN brand 

Hands  

• Drives team objectives and contributes to sustainability of results 
• Clarifies priorities, plans, organizes and co-ordinates the work of others 

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Other: 

• Regional and international travel 
• Able to motivate and inspire team members across multiple MTN footprints